Complaints Resolution Manager

This is an exciting opportunity for a Complaints Resolution Manager within Retirement Services Directorate (RSD). Retirement Services have multiple service lines including Pension Credit, State Pension, Carer’s Allowance, Attendance Allowance, International State Pension, Bereavement Support Payments, Funeral Expense Payments, Winter Fuel and Pre-Retirement.

In the role of Complaints Resolution Manager, you will be expected to undertake the following activities across all service lines:

• Responding to complaints about service failure from customers and/or their representatives.
• Maximising use of telephony as the preferred means of resolving complaints.
• Effective drafting of letters, including to MPs, ensuring compliance with Cabinet Office and DWP communication standards.
• Delivering a high-quality service, ensuring clearance of complaints within Cabinet Office and gov.uk timeframes.
• Compliance with DWP policy and guidance.
• Developing effective relationships with key stakeholders across the wider team and department.
• Setting priorities to meet the needs of customers whilst keeping colleagues and stakeholders informed.
• Identification and expedient escalation of particularly sensitive cases.
• Providing timely feedback on complaints to support resolution of issues identified both internally and in the wider Department.